Dielma Veloz
Cape Coral
Summary
Dedicated customer service representative with a proven track record in enhancing guest satisfaction. Fluent in English and Spanish, skilled in problem-solving and data entry to improve service delivery.
Results-driven professional with over 10 years in customer service. Expertise in active listening and critical thinking, leading to improved customer engagement and streamlined processes. Committed to fostering teamwork and enhancing operational efficiency.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
World Disney World
Orlando, FL
03.2009 - 04.2018
- Resolved customer inquiries and complaints, enhancing overall guest satisfaction.
- Provided guidance on park attractions, ensuring seamless visitor experiences.
- Trained new staff on service protocols and operational procedures.
- Collaborated with team members to streamline service delivery processes.
- Delivered exceptional customer support in both English and Spanish to enhance client satisfaction.
- Resolved complex inquiries by utilizing problem-solving skills and product knowledge effectively.
- Maintained accurate records of customer interactions using CRM software to ensure data integrity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Convergys
Lake Mary, FL
09.2012 - 08.2014
- Implemented feedback mechanisms to improve service quality and efficiency.
- Led initiatives to enhance customer engagement through personalized interactions.
- Analyzed guest feedback trends to inform strategic service improvements.
- Developed training materials to support staff development and operational excellence.
- Streamlined communication processes between departments to improve response time for customer issues.
- Trained new employees on bilingual service protocols and customer interaction techniques.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Receptionist/Advanced Medical Support Assistant
Deland Hospital OBGYN
DeLand, FL
01.2008 - 10.2008
- Managed patient scheduling and appointment confirmations efficiently.
- Facilitated communication between patients and medical staff to enhance service delivery.
- Processed insurance claims accurately, ensuring prompt reimbursement for services rendered.
- Maintained organized patient records, contributing to streamlined data management protocols.
- Implemented office workflow improvements that enhanced overall operational efficiency.
- Collaborated with healthcare providers to ensure seamless patient experiences during visits.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Cashier Supervisor
Walmart
Middletown, NY
09.2003 - 12.2007
- Supervised daily operations, ensuring efficient checkout processes and exceptional customer service.
- Trained and mentored new cashiers, fostering a collaborative team environment.
- Implemented best practices for inventory management and cash handling procedures.
- Resolved customer inquiries and complaints promptly, enhancing overall satisfaction.
- Conducted regular audits of cash registers to ensure accuracy and compliance with company policies.
- Analyzed sales data to identify trends and optimize staffing levels during peak hours.
- Collaborated with management to develop strategies for improving store performance metrics.
- Led initiatives to streamline checkout workflows, reducing wait times and increasing efficiency.
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.
Direct Support Professional Caregiver
AHRC
Middletown, NY
02.2001 - 11.2006
- Supported individuals with disabilities in daily living activities and personal care.
- Assisted clients in developing social skills through structured activities and community engagement.
- Monitored client behavior and documented progress to inform care strategies and adjustments.
- Collaborated with multidisciplinary teams to develop individualized support plans for clients.
- Trained new staff on best practices for client interaction and safety protocols.
- Implemented behavioral interventions to enhance client independence and quality of life.
- Advocated for client needs during team meetings, ensuring personalized care approaches were prioritized.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained detailed documentation of client progress, daily activities, incidents, and relevant observations to ensure continuity of care across team members.
- Improved client quality of life by providing assistance with daily living activities such as bathing, grooming, dressing, feeding, toileting assistance.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Managed medications for clients, ensuring proper dosages were taken on schedule and any side effects were promptly reported to healthcare professionals.
- Ensured a safe and comfortable living environment for clients through regular housekeeping tasks and proactive maintenance reporting.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Promoted healthy lifestyles for clients by assisting with meal planning, grocery shopping, and preparing nutritious meals.
Direct Support Professional
New York State Mental Health
Middletown, NY
12.2001 - 08.2003
- Assisted individuals with daily living activities to enhance independence and quality of life.
- Implemented individualized care plans to address specific needs and goals of clients.
- Monitored behavioral changes and provided support during crisis situations to ensure safety.
- Collaborated with healthcare teams to coordinate comprehensive treatment strategies for clients.
- Documented progress notes and maintained accurate records in compliance with regulatory standards.
- Trained new staff on best practices for client engagement and care techniques.
- Developed recreational programs that promoted social interaction and skill development among clients.
- Maintained clean, safe, and well-organized patient environment.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
Medical Assistant
Bronx Lebanon Hospital
The Bronx, NY
06.1997 - 01.2000
- Assisted healthcare providers with patient examinations and procedures.
- Managed patient records using electronic health record (EHR) systems.
- Administered medications and injections as directed by physicians.
- Educated patients on treatment plans and medication instructions.
- Coordinated patient scheduling and follow-up appointments efficiently.
- Implemented improved workflows to enhance patient care delivery processes.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
Receptionist
Bronx Lebanon Hopsital
The Bronx, NY
06.1997 - 09.1999
- Greeted patients and visitors, ensuring a welcoming environment.
- Managed multi-line phone system, directing calls to appropriate departments.
- Scheduled appointments efficiently, optimizing patient flow and reducing wait times.
- Maintained accurate patient records using electronic health record systems.
- Collaborated with medical staff to coordinate patient services and support needs.
- Implemented process improvements that enhanced front desk operations and service delivery.
- Oversaw inventory management of office supplies, ensuring availability for daily operations.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
No Degree - Nursing
Suny Orange Community College
Middletown, NY05.2003
High School Diploma -
Middletown High School
Middletown, NY06.2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Fluent bilingualism
- Problem-solving
- Spanish translation
- Customer support
- Call center experience
- Payment processing
- Document translation
- Call center operations
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Convergys
09.2012 - 08.2014
Customer Service Representative
World Disney World
03.2009 - 04.2018
Receptionist/Advanced Medical Support Assistant
Deland Hospital OBGYN
01.2008 - 10.2008
Cashier Supervisor
Walmart
09.2003 - 12.2007
Direct Support Professional
New York State Mental Health
12.2001 - 08.2003
Direct Support Professional Caregiver
AHRC
02.2001 - 11.2006
Medical Assistant
Bronx Lebanon Hospital
06.1997 - 01.2000
Receptionist
Bronx Lebanon Hopsital
06.1997 - 09.1999
No Degree - Nursing
Suny Orange Community College
High School Diploma -
Middletown High School